CRM Cover

June 2014

Magazine Features

Is Overcouponing Hurting Your Business?

Marketers need to take back control over brands' coupon strategies.

Beauty Marketers Must Put Their Best Face Forward

Five tips from industry experts to help make over your customer engagement efforts.

Which IVR Design Is Right for You?

Consider your company's level of complexity and demands when choosing between phone tree and conversational designs. (This story was originally published in the Summer 2014 issue of Speech Technology magazine.)

Front Office

Don't Discount Discounts

Today's customers not only want coupons, they demand them.

Reality Check

A Case for Sales Coaching

When time is short, technology may have the solution.

The Tipping Point

Using CRM to Create Real Relationships

Understand to be understood.


What's Customer Engagement Again?

More than just a buzzword, it's key to retaining today's digital customer.

Pint of View

The Troubles of Trading on Name Recognition

When your brand's secondhand, tell a new story.

Customer Experience

4 Ideas to Prepare for the Mobile Mind Shift

A new force is driving the customer experience.


Social Networking Offers Increased Agility

Research suggest the need for a smarter combination of enterprise social networking tools.

Ovum Expects Home-Based Agents to Soar by 2017

The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market.

Sensor Data Expands Possibilities for BI

We're entering the age of "personal analytics."

Airline Loyalty Programs in Flux

Consumers and airlines rethink their commitments to each other.

Adobe Reaches for the Peak at Its Annual Event

Adobe is emerging as a key marketing player, but still has a way to go before competing with the top dogs.

Finding the Soft Edge

Solid strategy and great execution are just two sides of the long-term success triangle.


SugarCRM Maximizes Efficiency for RedGlaze Network of Companies

The management platform builds strong results across the workforce of a diverse architectural and engineering group.

Varsity Sales Squad Racks Up Points with LevelEleven App

Contest app helps increase sales and encourage best practices for cheerleading apparel company.

Virtual Receptionists Work for Virtual Law Firm

Ruby Receptionists answers Burton Law's calls from miles away.

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